tdb41
2 Iron

XPS 8910, Rear USB 2.0 ports not working?

I have a relatively new Dell XPS 8910 computer, purchased October 2016. I hooked up the Dell USB keyboard and mouse that shipped with my computer to the 2 USB ports on the back of the tower located next to the Ethernet port. Over time, one of the USB ports stopped recognizing my mouse. Then, the other USB port stopped recognizing my keyboard. Now both USB ports do not seem to work. I have to connect my keyboard and mouse to the front of the tower to get them to work. The other 4 USB ports on the back of the tower are taken up by my removable hard drives. Has anyone else experienced this problem? Anyone happen to know what's wrong? Photo attached.

Thanks.

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81 Replies
7 Plutonium

RE: Dell XPS 8910 USB Ports Not Working

Power on and IMMEDIATELY press F2 to open BIOS setup. Look for USB Configuration options and make sure the rear USB ports are all fully enabled.  Don't change anything else in setup, but be sure to save the change if you changed USB settings.

If that doesn't help, power off and unplug the power cord from the REAR of PC. Press/hold power button for ~30 sec. Disconnect all other USB devices and connect the K+M to those 2 ports next to the Ethernet port. Reconnect the power cord to rear of PC and reboot. If K+M work now, try reconnecting other USB devices.

If you get to a point where K+M fail again, that might suggest the USB hubs are being overloaded with power-hungry devices and you might need an externally powered USB hub with its own power brick.

If none of that helps, contact Dell Tech Support since the PC should still be under warranty.

Ron

   Forum Member since 2004
   I am not a Dell employee

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tdb41
2 Iron

RE: Dell XPS 8910 USB Ports Not Working

Thanks for the quick reply, RoHe. I have a strange answer.

I contacted Dell support and I did the 3 steps they suggested:

1. Resolve USB issues using Dell Click 2 Fix.

2. Run ePSA. My computer passed.

3. Update BIOS and chipset drivers.

None of those worked. Then I read your post and tried your suggestions. Your suggestions did not work either.

Now here is the strange part. With no other devices connected to any USB port on my computer, for some weird reason, the two USB ports in question work again with my mouse. However, the keyboard does not work with either port. If I plug the mouse into one of the two USB ports in question and any other device (e.g. a removable hard drive), the other device works in the other port as well. However, the keyboard still does not work in any of the two ports in question. The keyboard does however work on any of the four remaining USB ports below (rear) and on any of the USB ports in front.

STRANGE.

7 Plutonium

RE: Dell XPS 8910 USB Ports Not Working

Can you try a different USB keyboard on one of those 2 rear ports?

Does keyboard work, eg its arrow keys, if you reboot and open BIOS setup?

You might also try this:

  1. Reboot and open BIOS setup
  2. Copy down ALL current settings
  3. Power off and unplug
  4. Press/hold power button for ~15 sec
  5. Open case and remove motherboard battery
  6. Press/hold power button for ~30 sec
  7. Reinstall battery and close case
  8. Connect only mouse and keyboard to those 2 rear ports
  9. Reboot and press F2 to open BIOS setup
  10. Make sure all settings match what you wrote down, or change to match
  11. Save any changes and exit setup
  12. See what happens when PC gets to desktop now

Ron

   Forum Member since 2004
   I am not a Dell employee

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tdb41
2 Iron

RE: Dell XPS 8910 USB Ports Not Working

Remove the motherboard battery?! That scares me.

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7 Plutonium

RE: Dell XPS 8910 USB Ports Not Working

Not very difficult. Read the Service Manual for instructions and/or find a geeky friend to help.

downloads.dell.com/.../xps-8910-desktop_service manual_en-us.pdf

Ron

   Forum Member since 2004
   I am not a Dell employee

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pahoo31
1 Nickel

RE: Dell XPS 8910 USB Ports Not Working

I had the same problem on my 8910.  This worked for me.  Go to device manager and expand the usb tree, expand each usb device and uncheck "allow  the computer to turn off this device to save power" in the power management tab if available.

tino_du
1 Copper

RE: Dell XPS 8910 USB Ports Not Working

Hello...

As mentioned before this issue is about 2 USB ports on the back of the tower located next to the Ethernet port - Dell XPS 8910 - bought 3 months ago.

In my case, first symptom was severe mouse lag (port next to Ethernet port). I tried switching Keyboard and Mouse but that resulted in severe keyboard lag, even multiple keys pressed when single key was pressed. So I left that port and connected my mouse elsewhere. After few days, suddenly my keyboard stopped working.

Following instructions mentioned in this thread did not help....

Connecting another USB keyboard to same port did not work - i received and windows error "one of the USB devices ... malfunctioned, and Windows does not recognize it". Connecting same keyboard to other ports went fine. Connecting other USB devices to ports with M/K issue is OK - for example, webcam work just fine.

What is specially worrying, keyboard connected to these two ports doesn't work in BIOS - so I concluded it's not windows/drivers problem.

@tdb41 - did you solve your issue?

Is there any official comment about this issue, has anybody found the cause and/or solution?

Thanks

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vtoy116
3 Silver

RE: Dell XPS 8910 USB Ports Not Working

They two USB ports next to the Ethernet port are the only two USB 2.0 ports, the rest are USB 3.0 or 3.1. It seems to me that these ports have failed and your motherboard needs to be replaced. I think the biggest clue is that these ports did not work in the BIOS. I would contact Dell for a warranty repair.

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Critical1
1 Nickel

RE: Dell XPS 8910 USB Ports Not Working

I have had the same experience, performed the above suggested fixes, and still the two USB 2.0s are malfunctioning.

What is now the solution?